PREDICTIVE DIALER
GALAXY® Predictive Dialer is a comprehensive outbound customer contact solution that improves your contact centers effectiveness while seamlessly integrating with your existing voice and data systems. It offers campaign development tools, call table filters, predictive dialing, call blending, a browser-based agent desktop, real-time statistics and historical and custom reporting.
Work with us, and we will help you improve your call completion and customer satisfaction, while bringing you measurable return on investment (ROI).
Features :
Preview Dialing - present agents with a customer's record for review prior to the call being placed.
Precision Dialing - virtually eliminate nuisance calls due to no agent availability.
Predictive Dialing - initiate outbound calls based on anticipated agent availability.
Call Analysis - detect non-contact outcomes - such as busy signals, no answers and fax tones - with a high degree of accuracy.
Call Blending - optimize the assignment of agents between inbound and outbound call handling.
IP Connectivity - reduce telephony costs by providing Voice over IP (VoIP) connectivity over an existing data network to local or remote agent stations.
Web Callback - enhance customer service by providing integrated web and telephony functionality via your website.
Campaign Flow - automatically and seamlessly transition agents from the existing campaign to the next predefined campaign.
List Flow - link call tables within a single campaign ensuring a constant flow for maintaining agent productivity.
Exclusion List Management - exclude select call records from being dialed.
Filters - prioritize contacts by defining specific criteria to target records within a call table for inclusion in a campaign, or to create new call lists based on filter output.
Alert Manager - enable managers to set performance criteria and thresholds for monitoring and be notified immediately if these are in danger of being compromised.
Recall Management - manage both agent and system scheduled recall requirements.
Skills-based Routing - match appropriately skilled agents with specific customer call records.
Specific Agent Recall - enable your agents to specify that they wish to "own" a specific callback.
Time Zone Management - establish time zone criteria via the North America Numbering Plan (NANP),including the necessary area code/exchange to time zone conversion requirements for dialing purposes.
Comprehensive Reporting - gain a clear, concise view of how your contact center is performing with comprehensive reports.
